Casengo Raises $2M To Accelerate One-Inbox Approach To Customer Service

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Casengo is a cloud platform for customer support aimed at online retailers and other small businesses to respond to customer questions faster. It does this by creating one inbox for customer chats, emails and social media posts. In theory, this speeds up response times, especially when customer teams are scrambling around trying to deal with the same single enquiry coming in via different channels like email and social media. It’s now had a €1.5 million ($2 million) from a consortium of European investors led by VC firm henQ.

The problem they are solving is a customer’s tendency to go nuclear on social media when they don’t hear back fast enough. “By treating social media posts with the same importance as emails, companies are on their way to gain more happy customers,” says founder Floris van der Even. And he has a point.

Emails can be turned into chat conversations, with or without a chat button on the website. Casengo sends all messages, wherever they come from, straight to one single team inbox.

Casengo mixes support software like Zendesk, Desk.com and Freshdesk (in some sense also competitors) with chat applications like Olark, Zopim and LiveChat. Over 2,300 companies worldwide now use the cloud application.

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CrunchBase

OverviewCasengo is adjustable, affordable social customer support software in the Cloud. It enables companies to provide customer service through social networks, email or chat. Casengo brings the human touch back into customer service: it makes real-time conversation, regardless of channel type, simple by using a unique Hybrid Messaging Timeline. Whether a company consists of just one person or a large team, …